Program Manager, Bpo IT Solutions

Job Description

Over 200 million members worldwide love Netflix. When they sit down to watch or play, we want to ensure that nothing gets between them and their favorite shows, movies, and games. And Netflix Customer Service (CS) is here to assist customers when they need help. The CS Technology team sits under the CS organization and is a bridge between CS and Netflix Product & Engineering teams. We are responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future.

The Program Manager for Customer Service will be responsible for helping define and manage the technical implementation requirements for Customer Service BPOs, consulting on technology changes, and reviewing/confirming any changes to technical requirements in MSA/SOW language or negotiations. Additionally, they will be responsible for ensuring site IT issues are highlighted and addressed appropriately.

Core Responsibilities
• Manage Netflix's requirements for BPO IT implementation by sourcing best practices and working with various cross-functional teams.
• Own new BPO site IT testing, configurations, ramp/sunset, and change management.
• SME for technical requirements, solutions, and implementation for CS Site Operations.
• Work with global cross-functional stakeholders to optimize partner onboarding strategies and operational workflows for products.
• Develop cross-functional relationships with partners across stakeholders
• Advocate for stakeholders by surfacing technical shortcomings in the Customer Service tools and technologies or partner infrastructure.
• Partner on feature changes and rollout planning with CS stakeholders.
• Partner with escalation and engineering teams on major issues and offer support/liaison services for third-party escalation.
• Consult on third-party tooling additions to the BPO ecosystem and internal project proposals.
• Interface and manage relationships with BPO IT teams globally.

Qualifications:
• 5+ years experience working with networking systems, implementation, and troubleshooting.
• Demonstrated ability to define and manage programs, determine resource requirements, carry out logistics and follow through with deliverables and deadlines.
• Effective communicator with partners/stakeholders across all technical levels.
• Comfortable working across global regions and time zones.
• Self-starter - the ability to sunshine the unknowns and operate in ambiguity.
• Comfortable with a fast-paced work environment and the flexibility to navigate constant change.

Jobcode: Reference SBJ-rb8bz6-18-226-150-175-42 in your application.